I read a story years ago that sounds like it could be true.
A British subject who lived in South Africa when it was a colony, was driving his Rolls Royce, and had a spring break. He contacted the company, and they promptly flew a mechanic and a replacement spring to South Africa. It was quickly replaced and returned to service.
The owner waited a few months for an invoice. It never came, so he wrote the company requesting the bill for replacement of his broken spring. Shortly thereafter, he received a letter from Rolls Royce that said "Sorry Sir, but you must be mistaken. Springs do not break in a Rolls Royce."
Something similar happened when I wrote Thompson Center to purchase a replacement for the well worn frizzen on my old flintlock. No complaints, as it had lasted for thousands of shots. They simply sent me a new one free of charge. That's how good reputations are built.
